Customer Success Engineer

Summary

Join Andesite, a cybersecurity company building innovative solutions to defend against sophisticated cyber threats, as a Customer Success Engineer. This role is crucial in ensuring customers maximize the value of Andesite's cybersecurity solutions. You will be responsible for onboarding new customers, providing technical support, and driving adoption of their products. The ideal candidate will have a strong technical background, exceptional problem-solving skills, and the ability to build long-term relationships with enterprise clients. You will work closely with customers both pre and post-sale to ensure smooth onboarding, provide technical support, and drive adoption of their solutions.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• 5+ years of experience in a technical customer-facing role, preferably in the enterprise cybersecurity space
• Strong understanding of cybersecurity technologies, including but not limited to SIEMs, Data Lakes, Endpoint Detection & Response, Threat Intel Platforms, Security
• Proficiency in Python for API interaction and scripting
• Experience with Salesforce CRM for managing customer accounts and tracking success metrics
• Excellent communication and interpersonal skills, with a customer-first mindset
• Ability to work independently and manage multiple customer relationships effectively

Responsibilities

• Lead onboarding sessions to ensure customers understand and successfully deploy our cybersecurity solutions
• Develop and deliver tailored training sessions to enable end-users and administrators
• Assist customers in integrating our solutions into their existing environments, including writing Python scripts for API-based integrations
• Serve as the primary technical point of contact for assigned customers, addressing inquiries and troubleshooting complex issues
• Work with internal teams (e.g., engineering, product management) to resolve technical challenges promptly
• Provide proactive guidance to customers on best practices, upgrades, and optimization strategies
• Utilize Salesforce to track customer interactions, document technical support cases, and report on key customer success metrics
• Monitor customer health metrics to ensure satisfaction and retention
• Conduct regular check-ins and technical reviews to assess solution performance and address evolving needs
• Act as a customer advocate, communicating feedback to product and engineering teams
• Identify upsell and expansion opportunities and collaborate with account managers to drive additional value for customers
• Write and maintain Python scripts to assist customers in automating processes and integrating our solutions with third-party tools
• Guide customers on leveraging APIs for custom workflows and advanced configurations

Preferred Qualifications

• Certifications such as CISSP, CEH, or similar
• Familiarity customer success methodologies
• Experience with cloud platforms like AWS, Azure, or Google Cloud